I cannot express my disappointment clearly enough....

I cannot express my disappointment clearly enough. I was a member consistently for years when my children were younger. Recently, I renewed my membership to do a little Christmas shopping. THAT was a problem. Got that fixed. Came home to update information. THAT was a problem. Got that fixed. I don't live near a B&N. Tried to place an on-line order. THAT was a problem. My information was still not updated and there was cross-referencing of addresses and whatnot. Spoke to human and got that fixed. Tried to redo the on-line order. Only a portion of the order will ship to my home. The other half is ready for in-store pick-up AN HOUR AWAY from my home. When I tried to communicate my frustration to your online assistant, she disconnected. I cancelled my entire order. Years ago, when my children were younger, the customer service - in store and on-line was phenomenal. Today... utter garbage! The customer service is non-existent. I cannot fathom how you treat people like this and stay in business. It truly makes me very sad. My son is an avid (to the point of obsessive) reader and Criterion movie watcher. I would gladly purchase him anything and everything he wants, but not if it means I need to use Barnes and Noble. You need to fix yourselves. I am just so terribly disappointed in this entire transgression. It's just awful. What happened to you?